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Social Media Support Specialist

Expired Job

Avis Budget Group Tulsa , OK 74120

Posted 2 months ago

Social Media Support Specialist

Job Summary

Research, resolve and respond to customers regarding their car rental experience worldwide. This will cover all aspects, pre, during and post rental of the customer's interaction with the company. Accurate communication of policies and procedures in conjunction with the empowerment guidelines to negotiate a mutually beneficial solution that fosters customer satisfaction and promotes customer loyalty. Achieve and maintain performance expectations of a statistical and qualitative nature which will include professional and efficient handling of the customer's social media post and accurate completion of the administrative and follow up duties when required. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.

Essential Duties and Responsibilities

  • Assist customers using social media websites, online tools, email and phone regarding their rental car experience. Using company empowerment guideline to negotiate and resolve normal customer issues and complaints and communicate the solution in a professional manner. Proper use of the case escalation process when appropriate.

  • Accurate and timely completion of the reports regarding negotiated resolutions; accurate logging of contact types; correct assignment of reason and sub-reason codes; correct cost center assignment for charge backs and proper use of the reason and proper use of the reservation systems to process reservations.

  • Accurate completion of forms/reports to be forwarded for special handling; prepare written communication to customers when appropriate and accurate completion of adjustments for customers

  • Respond to user inquiries with high quality, speed, empathy and accuracy

  • Follow up frequently with customers throughout the life of their complaint resolution

  • Investigate and resolve issues that are reported on social media such as requests for support, troubleshooting website problems and general customer service challenges

  • Assist team with building an engaging brand presence on Facebook, Instagram, Twitter, etc.

  • Help to execute tactics that will promote growth on our social media sites

Supervisory Responsibilities

This position does not have formal supervision responsibilities.

Qualifications (may vary by level)

Required Experience

  • High School Diploma. Associate's degree preferred.

  • Minimum of 2 years current related experience in a customer care environment or inside sales.

  • Previous Social Media Engagement Experience preferred

Required Knowledge, Skills and Abilities

  • Superior interpersonal and written/verbal communication skills; ability to thrive in a cross-functional, team-based environment is critical

  • Displays professionalism and positive attitude to develop and nurture prospect relationships

  • Strong negotiation, decision making, and problem solving skills

  • Strong self-starter who thinks on his/her feet to solve problems. Ability to recommend, and initiate work and projects with minimal direction

  • Attention to detail, time management skills, exceptional initiative & follow-through skills

  • Advanced personal computing skills, including keyboarding skills

  • Ability to write, think and work quickly without losing focus

  • Develop a friendly rapport with customers in 140 characters or less

  • Ability to handle complex customer issues while maintaining a positive attitude

  • Ability to demonstrate strong initiative to exceed expectations.

  • Strong understanding of social media platforms and experience using social media monitoring tools a plus

  • Ability to maneuver through various systems to provide the customer accurate information

  • Ability to effectively communicate with customers, managers and co-workers; to quickly and easily read others through verbal and written cues

  • Regular and punctual attendance is required

Travel Requirements

Minimal travel is required.

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Social Media Support Specialist

Expired Job

Avis Budget Group